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You arrive to a job-site to find an already irritated customer awaiting your visit. You learn that their plant room shut down last Friday and nobody realized it until Monday morning. So you start to investigate the root cause of the problem and then it becomes apparent to all that your company is at fault. How do you proceed? The customer wants answers and they're looking at you!

Before you start to talk, stop and think. The last thing you need is for this conversation to go
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